Edf online billing - bills vanished

AngelaBF

Hello,
Briefly, I queried a large credit reading with EDF (my account in credit). Whilst I did that, I also checked in online to verify that the credit amount was still the same and spoke to customer services. While I did that I noticed about 5 pdf bills on record, I didnt look at them.
They then debited the credit by almost 100% without giving me an explanation and I called them, got cut off, three times and resorted to emailing them but again went to My Account online. Guess what, the bills had been replaced by 1 pdf going back to the time I opened the account over two years ago, until today, my record of previous bills having disappeared.

I don't like this, and I don't like having a single bill stretching from 2011 to today, where have all the other bills gone?
Can they do this? Have I got a right to demand a breakdown of all charges they have ever given me?

I have put in a formal complaint but I know it is just going to get messy.

JamesMason_2

Sounds like what ever they did was a fudge.

Wywth

AngelaBF wrote: »

Hello,
Briefly, I queried a large credit reading with EDF (my account in credit). Whilst I did that, I also checked in online to verify that the credit amount was still the same and spoke to customer services. While I did that I noticed about 5 pdf bills on record, I didnt look at them.
They then debited the credit by almost 100% without giving me an explanation and I called them, got cut off, three times and resorted to emailing them but again went to My Account online. Guess what, the bills had been replaced by 1 pdf going back to the time I opened the account over two years ago, until today, my record of previous bills having disappeared.

I don't like this, and I don't like having a single bill stretching from 2011 to today, where have all the other bills gone?
Can they do this? Have I got a right to demand a breakdown of all charges they have ever given me?

I have put in a formal complaint but I know it is just going to get messy.

You should have a fully detailed bill/statement detailing how much energy you used, the cost of that energy and the payments you have made.

This can cover any period.

I'm not sure, but are you saying all previous bills have been cancelled and replaced by this one bill? They can do this if appropriate. What exactly don't you like? What is the basis of your complaint?

AngelaBF

Hi Wywth

I guess I cannot understand why it would be appropriate to pull the previous bills and send out one all-encompassing one to cover all periods. I have seen the antics companies get up to on these forums and I can't understand what logic there is in removing previous bills from view.

The basis of my complaint is that 1) cant understand the bill now - too complex to pick apart 2) no explanation for deduction of credit (poor customer service feedback), 3) No satisfactory explanation or notice of payment changes - one month they charged £373 and then next month they charged £92 etc - (maybe I am on the 'very very variable' tariff lol.

So anyway - their actions have left me confused and annoyed, and also wondering what is within their right to do/not do regards billing and payments.

Wywth

AngelaBF wrote: »

Hi Wywth

I guess I cannot understand why it would be appropriate to pull the previous bills and send out one all-encompassing one to cover all periods. I have seen the antics companies get up to on these forums and I can't understand what logic there is in removing previous bills from view.

The basis of my complaint is that 1) cant understand the bill now - too complex to pick apart 2) no explanation for deduction of credit (poor customer service feedback), 3) No satisfactory explanation or notice of payment changes - one month they charged £373 and then next month they charged £92 etc - (maybe I am on the 'very very variable' tariff lol.

So anyway - their actions have left me confused and annoyed, and also wondering what is within their right to do/not do regards billing and payments.

If the old bills have been replaced, I guess they have removed them to avoid any confusion. (Ignore any credit you remember being shown on them - that is just another example of the confusion they cause)

(For future reference, you could always download copies if you want permanent access to them ).

If you can find anything incorrect with your current bill, I suggest you discuss this with the supplier.

If you simply cant understand it, then call your supplier too.
Or upload it here and hope someone will explain it to you.
Or take it along to your local CAB who I'm sure will help you understand it

With regards to payments made by DD, the supplier must give you advance notice of the amount and date of any collection. Failure to do this means you can reclaim the amount direct from your bank.

This article explains how to handle DD amounts correctly notified, but which you do not agree with:
http://www.moneysavingexpert.com/utilities/lower-energy-direct-debits#fight

molerat

For future reference always download and save your on-line bills as soon as they appear, you would not trust someone else to store your paper bills would you

schrodie

I note that EDF have redesigned their bills to tell their customers in bold letters that if they don't have a credit balance that:-

Your new account balance £xx.xx in debt